Position Description

Customer Service Specialist
Location NIH/NCBI--Bethesda, Maryland
Job Code CSS0621
# of openings 1
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Computercraft is seeking a Customer Service Specialist to join the National Institutes of Health Manuscript Submission (NIHMS) Production Team at the National Center for Biotechnology Information (NCBI). The National Center for Biotechnology Information (NCBI) is part of the National Library of Medicine (NLM) at National Institutes of Health (NIH). NCBI uses the web to advance science and health by providing free access to biomedical and genomic information, and as a result it is one of the top 400 most visited sites in the world. NCBI is a diverse group of smart and talented people with various backgrounds, who collaborate in building critically valuable services for the public. NCBI is home to PubMed and is part of the U.S. National Library of Medicine (NLM), located in Bethesda, MD.

The Customer Service Specialist will be responsible for assisting authors, principal investigators, publishers, and others working to support compliance with the public access policies of numerous federal agencies and private research funders. General duties will include responding to customer correspondence and performing submission processing tasks in collaboration with internal and external teams.

This is a full-time position working on site at the NIH Campus in Bethesda, Maryland, but the new hire will initially telework. Currently, all Computercraft employees at NIH are teleworking full time to prevent the spread of coronavirus. Employees will return to onsite work as soon as it is deemed safe to do so.

Job Responsibilities:

  • Provide accurate and timely assistance via email and phone to customers navigating a manuscript submission system and approval process
  • Identify interdependencies with related authentication, library, funding, and compliance systems and work across teams when necessary to resolve customer requests
  • Inform customers about funding requirements and alternative submission methods
  • Evaluate and respond to author rejections of submitted content
  • Troubleshoot data discrepancies
  • Report system issues to the technical team
  • Consult with Policy team members as needed
  • Assist with training of new team members and other duties as assigned

Required Skills/Experience

  • Minimum Education Requirement: Bachelor’s degree
  • Two years’ experience in a customer service environment
  • Demonstrated experience working effectively as a member of a team
  • Excellent written and verbal communication skills, including the ability to clearly and professionally communicate technical and non-technical information to a variety of stakeholders
  • Strong analytical and problem-solving skills
  • Proficiency with basic computer applications
  • Familiarity with online publications, specifically electronic journals or books
  • Positive attitude; exhibits adaptability and flexibility in a matrixed, high-volume work environment
  • Curious and proactive

Desired Skills/Experience

  • Working knowledge of a customer relationship management (CRM) platform such as Microsoft Dynamics
  • Experience with UNIX/Linux in a data production environment
  • Basic knowledge of XML

Computercraft offers a competitive salary, an excellent benefits package, the opportunity for a positive work–life balance with a standard 40-hour work week, and the chance to work alongside a team of highly accomplished professionals.

Computercraft is an equal opportunity employer.

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